Director of Customer Experience and Voice of Customer
This leadership role drives the measurement and reporting strategy of Johnson Control's customer experience performance enterprise-wide.
Main Responsibilities:
* Develop a framework for regular cadence of actionable customer experience reports to inform commercial and operations teams.
* Create Customer Health Indices to identify critical priorities driving customer loyalty, outline strengths and improvement opportunities with suggested action plans.
* Lead the program strategy, continued evolution, and maturity roadmap for customer experience measurement, including survey design, timing, report standards, and closed-loop reporting.
* Manage customer experience measurement vendors, tool selection, and support structures to drive required cadence of performance insights in synchronization with business requirements.
* Define statistical linkages between VOC and financial impacts and operational KPIs.
* Drive a culture of customer experience across the organization through effective communication and training.
Requirements:
* Minimum 7 years of experience in Voice of Customer and Customer Experience Measurement.
* Proven ability to work effectively within a global matrix organization, navigating diverse teams and cultures to drive results.
* Strong project management experience is essential, with a solid understanding of project management principles.
* Less than 10% travel.
Preferred Qualifications:
* Master's degree in the relevant field.
* Project Management and relevant certifications (e.g., Six Sigma).